This metric shows the number of tickets that are currently put on hold classified by their type/category in your Freshdesk account.
With Databox you can track all your metrics from various data sources in one place.
Used to show comparisons between values.
Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.
To track On Hold Tickets by Type using Databox, follow these steps:
The Created Tickets by Status metric displays the number of tickets that have been created in each status category (open, pending, resolved, closed) within a specified time frame.
The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.
Unresolved Tickets by Source shows the number of tickets that haven't been resolved yet, categorized by the channel (e.g. email, phone, chat) they came from.
Pending Tickets by Type metric displays the number of open tickets organized by their types that are still awaiting resolution or response from agents.
This metric shows the number of closed tickets grouped by their association type (e.g. requester, company, contact, etc.) in order to analyze support trends and performance.
The Overdue Tickets by Source metric shows the number of tickets that have not been resolved by their due date, grouped by the channel they were received from.
The Unassigned Tickets by Source metric shows the total number of tickets that are currently unassigned, categorized by the source from which they were received.
Unassigned Tickets by Priority metric shows the number of tickets that are yet to be assigned to an agent, grouped by their priority levels. This provides a quick overview of pending high-priority tickets that require immediate attention.